Helpdesk Technician

We are seeking a Helpdesk Technician to join a fast-paced IT team supporting 20+ regional offices and 500+ employees nationwide. This role is ideal for someone who thrives in a dynamic environment and enjoys troubleshooting across a broad range of technologies.

You will be responsible for managing your own ticket queue, resolving technical issues, and delivering exceptional end-user support across multiple channels including phone, email, chat, and in-person., * Manage and resolve helpdesk tickets via ticketing system (ConnectWise PSA)

• Provide Tier 2 support for hardware, software, and user issues
• Troubleshoot Windows systems, Office 365, and cloud/on-prem environments
• Support and administer Active Directory and Azure/Entra ID
• Assist with device imaging, deployment, and asset management
• Document issues, resolutions, and maintain accurate ticket notes
• Create and update internal knowledge base documentation (IT Glue)
• Collaborate with team members and escalate complex issues as needed
• Deliver strong customer service across phone, in-person, and written communication

• Microsoft Office 365
• Microsoft Intune
• SharePoint Online
• Active Directory (on-prem & Azure/Entra ID)
• Microsoft Teams & Cisco WebEx
• ConnectWise PSA (ticketing)
• IT Glue (documentation), * 2-4 years of IT Helpdesk or Desktop Support experience
• Experience in mid-to-large enterprise environments
• Prior MSP experience preferred
• Strong troubleshooting and multitasking skills
• Experience with ticketing systems and SLA-driven environments
• Excellent written and verbal communication skills

Preferred:

• Bachelor’s degree (or equivalent experience)
• IT certifications (CompTIA A+, Network+, etc.)